The route to maximizing customer relationships to gain insights and profits

An Online Reputation Management (ORM) ecosystem establishes a framework where online conversations about your brand are monitored, tracked, analyzed, and addressed. An effective ORM ecosystem helps you process feedback from multiple sources, improve the customer experience, strengthen brand loyalty, and control every consequential conversation about your business that happens online.

The ORM Ecosystem

The ORM Ecosystem

How the ORM Ecosystem Creates Value for Your Brand

How the ORM Ecosystem Creates Value for Your Bran

Our Partners

How the ORM Ecosystem Creates Value for Your Bran
 

Key Parts of an ORM Ecosystem

How the ORM Ecosystem Creates Value for Your Bran

Online Listening

Using online data mining tools customized for different geographies, we extract relevant chatter around your brand across a wide range of online platforms and channels. This data includes social media mentions, conversations, news, and other pages or posts about your organization. We leverage all this information as a powerful resource for you to enhance the customer experience and build your brand.

Online Listening

Social CRM

Social CRM, as the name implies, brings the critically important social media component into Customer Relationship Management. The objective of Social CRM is to monitor customers’ comments about your brand on social media, resolve their complaints effectively, and amplify their compliments. We streamline all your online marketing efforts to create an outstanding customer experience for your brand across every social network

Social CRM

Market Intelligence

Element monitors your brand's online health in real-time, streamline the customer engagement process, and track discussions around you and your competitors. We provide you with a centralized and easy-to-understand dashboard of how people see your brand, combined with emerging market trends and customer behavior. These insights enable you to make informed business decisions and be the quickest innovator to capitalize on evolving market demands

Market Intelligence

How We Customize the ORM Solution to Your Brand’s Need

Online reputation management diagram

What are the key performance indicators?

Net Promoter Score

It is calculated by subtracting the percentage of Detractors from the percentage of Promoters, so the final value can range anywhere from -100 to 100.

Share of Voice

It measures what percentage of the conversations happening across all the statistically significant social media channels your brand owns versus your competitors.

Response Time

It is defined as the total amount of time between the customer first sending a query to the brand and when the community manager responding to the query, which includes waiting time.

Resolution Time

It is the time taken by a community manager from the time of opening a customer query case till the closing of that case. It is a prime metric while assessing the efficiency of the team.